1. U.S. Department of Agriculture eGovernment Program March 19, 2003 eGovernment Working Group Meeting Barbara Lacour, Nancy Sternberg, & Sandy Facinoli

2. U.S. Department of Agriculture eGovernment Program 2  Welcome  Enablers Initiatives – EITIRB Outcome & Next Steps  eGovernment Integrated Reporting Update  Customer Satisfaction Survey Tool  Q&A  Next Steps and Wrap-up Agenda

3. U.S. Department of Agriculture eGovernment Program 3 Define Functional (Business) Requirements Develop Select-Level Business Case Templates 1 2 Sept 2002 Oct 2002 Nov 2002 Dec 2002 Define Technical Requirements 3 4 Current Actions: Briefings with Sub-cabinet, Agency Heads, etc. EWG elects to have Enablers proceed to Control Phase EITIRB Meeting— March 18 Business Cases received Final Review 5 Jan 2003 We are here March 19 Feb 2003 Mar 2003 Enablers Business Case & Implementation Planning Gameboard

4. U.S. Department of Agriculture eGovernment Program 4 Enablers Business Cases – Current Status Business cases complete, circulated for review across the Department, and reviewers’ comments incorporated Briefings held with senior executives and other key decision makers, including Deputy Secretary, Under Secretaries/EITIRB Members, Agency CIOs, and Departmental Associate CIOs Two meetings held to review the business cases as part of USDA’s Capital Planning and Investment Control (CPIC) process  EITIRB Working Group – March 10 th Working group members recommended to the EITIRB that all three Enablers initiatives — eAuthentication, eDeployment, and eLearning, move from the Select phase to the Control phase of the CPIC process (allowing vendor selection, other pre- implementation tasks, and build/implementation to begin).  Executive Information Technology Investment Review Board (EITIRB) – March 18 th Met to discuss Enablers and other major investments in USDA’s IT portfolio

5. U.S. Department of Agriculture eGovernment Program 5 EITIRB Outcome and Next Steps The EITIRB discussed the Enablers and several other investments at its meeting yesterday. Several EITIRB members requested additional information about the investments. The Deputy Secretary requested a followup meeting on April 4 th to make decisions about the investments. This will ensure that USDA’s key decision makers have all the information they need to manage our portfolio and that we have their full support so we can continue to make progress.

6. U.S. Department of Agriculture eGovernment Program 6 Agenda  Welcome  Enablers Initiatives – EITIRB Outcome & Next Steps  eGovernment Integrated Reporting Update  Customer Satisfaction Survey Tool  Q&A  Next Steps and Wrap-up

7. U.S. Department of Agriculture eGovernment Program 7 Integrated eGovernment Reporting – Overview Agency eAuthentication Reporting Agency eGovernment Tactical Plans Agency GPEA Submissions All Key eGovernment Information Collected in a Single Report Information Value Chain Agency eGovernment Report  GPEA reporting on a form-by-form basis, including agency status and plans for reaching compliance  Refined/prioritized list of agency eGovernment initiatives with budget estimates and project milestones  Detailed agency eAuthentication requirements  Data necessary to develop the Information Value Chain  Serves as the basis for future quarterly eGovernment reports

8. U.S. Department of Agriculture eGovernment Program 8 Integrated eGovernment Reporting – Greater Detail Previously, GPEA compliance data was gathered at a Paperwork Reduction Act (PRA) “transaction” level Integrated eGovernment Reporting required GPEA compliance information on a form-by-form or customer interaction basis This “new scale” should be considered when comparing Integrated eGovernment Reporting data with information collected in September 2002 469 PRA Transactions 3,146 GPEA Customer Interactions

9. U.S. Department of Agriculture eGovernment Program 9 Integrated eGovernment Reporting – GPEA Compliance Based on the greater detail gathered through the Integrated eGovernment Reporting process, the Department’s GPEA compliance estimates have been revised from 58 to 36 percent. The most frequent justifications for identifying a customer interaction as “not practicable” for meeting GPEA include:  Delivery of products/services through an intermediary  Physical restrictions  Face-to-face requirements GPEA Compliance Status

10. U.S. Department of Agriculture eGovernment Program 10 Integrated eGovernment Reporting – eAuthentication Of the 3,146 customer interactions identified, agencies indicate that 1,400 (45%) will require some form of electronic signature capability. Twenty-two percent do not require electronic signature and 33% customer interactions were incomplete or are still under evaluation. eSignature Needs

11. U.S. Department of Agriculture eGovernment Program 11 GPEA Implementation Progress Reports Mid-Year Progress Report on Implementing GPEA, March 2003 354(11%) 774(25%) 422(13%) 1,596 1 (51%) 3,146(100%) 77(16%) 194(41%) 24(5%) 174(37%) 469(100%) Transactions Completed to Date: Transactions to be Completed by 10/2003 Transactions to be Completed after 10/2003 Transactions that will not be Completed Total Annual Progress Report on Implementing GPEA, September 2002 1 This number represents an aggregate of customer interactions that agencies indicate will not offer an electronic transaction as well as those interactions that are incomplete.

12. U.S. Department of Agriculture eGovernment Program 12 One-stop shopping, one-stop benefits across federal Departments, and/or between levels of governments Inter-agency Unification Fillable on-line forms/printable and faxed, mailed, e-mailed, or hand-carried for delivery Electronic Forms Web services beyond electronic forms—provides two-way electronic communication via the web Electronic Transaction Electronic transactions tied to a reengineered process Process Streamlining One-stop shopping, one-stop benefits among bureaus/agencies within the Department Intra-agency Unification Complexity Value The Transformation Continuum Copyright 2001 Accenture. All rights reserved. GPEA Compliant 12% 32% 9% 1% 0% What level of electronic interaction will agencies be offering customers?

13. U.S. Department of Agriculture eGovernment Program 13 Integrated eGovernment Reporting – Next Steps Agencies should continue work towards completing the GPEA Compliance Project Plans and updates to the eGovernment Tactical Plans; please submit these as soon as possible. The eGovernment Team will be developing comprehensive feedback and analyses of the information provided. Follow-up meetings with most agencies will commence in the near future to resolve GPEA compliance questions and refine electronic signature requirements. GPEA compliance commitments recorded in the data spreadsheets will be referenced in the Paperwork Reduction Act (PRA) approval process during the review of information collection packages as well as in the regulatory review process. The updated eGovernment Tactical Plans will become the new baseline for measuring agency eGovernment activity and progress through a quarterly reporting process.

14. U.S. Department of Agriculture eGovernment Program 14  Welcome  Enablers Initiatives – EITIRB Outcome & Next Steps  eGovernment Integrated Reporting Update  Customer Satisfaction Survey Tool  Q&A  Next Steps and Wrap-up Agenda

15. U.S. Department of Agriculture eGovernment Program 15 Measuring and Improving Customer Satisfaction of ERS Web Users Gina Pearson Agency Web Manager Economic Research Service gpearson@ers.usda.gov ERS Customer Satisfaction Survey Tool

16. U.S. Department of Agriculture eGovernment Program 16 Introducing a User-Centered Design Process to ERS Developing site “user personas” Instituting a process of iterative usability testing for new web products & site features Introducing a web customer satisfaction survey Analyzing user search engine queries And more…

17. U.S. Department of Agriculture eGovernment Program 17 Who Are Our Users?

18. U.S. Department of Agriculture eGovernment Program 18 ERS’ Web Customer Satisfaction Survey Launched in December 2002 for our external site, www.ers.usda.gov Through an interagency agreement with the Federal Consulting Group (Treasury Department) Survey implemented through Forsee Results, an application service provider that that uses the American Customer Satisfaction Index under an exclusive license Gives agencies a 1-year subscription to survey

19. U.S. Department of Agriculture eGovernment Program 19 ERS’ Web Customer Satisfaction Survey Blanket clearance from OMB for standard (mandatory) and optional survey questions Agencies can create their own custom questions, which receive expedited (10-day) OMB clearance process Agencies can change custom questions over time (results can be segmented by those questions)

20. U.S. Department of Agriculture eGovernment Program 20 ERS’ Web Customer Satisfaction Survey Pop-up survey (as opposed to passive survey) Easy to implement – a few lines of JavaScript code Various options for triggering survey Sampling percentage Loyalty factor

21. U.S. Department of Agriculture eGovernment Program 21 American Customer Satisfaction Index (ACSI) Compiled by the National Quality Research Center at the University of Michigan, since 1994 in partnership with American Society of Quality and CFI Group Coverage of federal government expanded in 1999 to over 50 agencies (telephone surveys)

22. U.S. Department of Agriculture eGovernment Program 22 American Customer Satisfaction Index (ACSI) Reliable, accurate, and precise Cause and effect relationship Predictive of future behaviors Benchmark against yourself over time and against the best in business Compliant with Congressional and Administration mandates

23. U.S. Department of Agriculture eGovernment Program 23

24. U.S. Department of Agriculture eGovernment Program 24 What Federal Sites are Using This Survey? FIRSTGOV.GOV NASA.GOV STATE.GOV 4WOMAN.GOV PBGC.GOV And more...

25. U.S. Department of Agriculture eGovernment Program 25 How Is ERS Doing? Survey response rate of 6.52% (compares to average response rate of 6.34 % for all ForseeResults survey users) Initial customer satisfaction score of 71 (on a scale of 0 to 100) Compares with the overall average score for federal sites of 73.5 (Dec 2002)

26. U.S. Department of Agriculture eGovernment Program 26 How Is ERS Doing? Content - 79 Functionality - 75 Look & feel - 75 Navigation - 68 Search - 67 Site performance - 81 Likelihood to return - 88 Likelihood to recommend - 82

27. U.S. Department of Agriculture eGovernment Program 27 Summary Existing OMB clearance Credibility of the ACSI Proven benchmark, allows you to compare your site to other is the public & private sectors Cause and effect model that is predictive of future behaviors Continuous measurement

28. U.S. Department of Agriculture eGovernment Program 28 Usability Testing at ERS...

29. U.S. Department of Agriculture eGovernment Program 29 Q&A, Contact Info Questions? For more information on how to use the tool, contact Nancy Sternberg 720-6746 nancy.sternberg@usda.gov

30. U.S. Department of Agriculture eGovernment Program 30  Welcome  Enablers Initiatives – EITIRB Outcome & Next Steps  eGovernment Integrated Reporting Update  Customer Satisfaction Survey Tool  Q&A  Next Steps and Wrap-up Agenda

31. U.S. Department of Agriculture eGovernment Program 31 Questions and Answers

32. U.S. Department of Agriculture eGovernment Program 32  Welcome  Enablers Initiatives – EITIRB Outcome & Next Steps  eGovernment Integrated Reporting Update  Customer Satisfaction Survey Tool  Q&A  Next Steps and Wrap-up Agenda

33. U.S. Department of Agriculture eGovernment Program 33 Next Steps Revised Agency Tactical Plans were due on Friday, February 14 Only 7 of 21 agencies and staff offices have submitted their plans — If you have not yet submitted your plan, please do so as soon as possible Remember, final plans should be submitted through your agency head If you have any questions or need assistance, don’t hesitate to contact us We will update you on the status of the EITIRB’s follow-up meeting Look for a new eGovernment Newsletter and In the Spotlight article later this week or early next week. Appreciate suggestions for future topics. Next EGWG meeting will be on April 2 in room S-107